by Larry Mead, Kate Kompelien and Kurt Schroeder
As your customers’ expectations continue to evolve, it’s vital to develop new and innovative ways to deliver effective experiences. How can you adapt to meet the changing needs of your customers? Driving CX innovation using a design thinking approach is often the best strategy.
We Help You Create Innovative Experiences
Creating innovative customer journeys and experiences can help to differentiate your organization from the competition. By offering customers an experience unlike any they’ve ever encountered – either new or simply better – you increase the potential for building a lasting relationship with them. Our CX experts are highly experienced in CX innovation and design thinking, allowing us to help you drive your experiences forward.
When designing new or improved experiences, it is important to set goals for the final product. Think about who you are designing for and what they likely want to accomplish during the journey. Be sure to set goals for the end journey with the customer in mind but be sure to also consider any business challenges that should be addressed in the design process. Prioritize your goals to ensure that the most vital issues are addressed.
Cross Functional Ideation
With goals created, it’s time to develop strategies for achieving them. To ensure all viewpoints are considered during the ideation process, assemble a team of cross functional, cross channel group of individuals. Consider including team members with creative mindsets, even if they are not directly associated with the project or the journey.
Testing and Iteration
Testing and adapting your strategies will help you be sure your journey is optimized for your customer and your organization. When testing, define the goal and any metrics you should measure to determine if you have reach success. If success isn’t achieved, adjust the journey as necessary.